Published: 21 May 2018
Analyst(s): Customer Experience Research Team
A company’s customer experience is consistently affected, intentionally or indirectly, by business partner decisions that are beyond the Customer Experience team’s (CX’s) purview or control. We studied whether and how CX leaders can hold partners accountable to CX to produce more customer-centric outcomes.
The Centrality of CX
The Limits of Accountability
When CX Accountability Matters
Implications for Influencing Decision-Making Behavior
Align With Business Partners and Their Teams
Recommended by the Authors
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